In Feb 24, the Direct ID Process was updated to pass through the client's reference in the Direct ID URL.
Prior to this, the client was asked to copy and paste their references into the Direct ID website. There are still some of these cases coming through to us, and the volume cases should reduce over time.
Unfortunately, the format of the copied and pasted reference is not always uniform.
There is a process in place to attempt to mitigate issues which takes the first 9 characters (e.g. 123456/89) from the supplied reference and if not found, it re-exports the XML.
A task is added for Linda Henry whenever there is a failure, and provides the relevant incorrect reference.
If flagged to the helpdesk, Linda should supply the relevant reference.
To fix, simply log into GBWKANE010M012 and go to the OneDrive folder C:\Users\Proclaim_SVC\OneDrive - Anexo Group PLC\DirectID. Locate the relevant XML document (those cases locked or unidentified will be prefixed "DIRECTIDCONSENT") and edit the document.
The attribute for the XML element customerReference should be updated to remove any text or spaces as follows:
Save and close the document. The task server job will then pick up the document next time. There is no need to run any other processes.
You may see some where the customerReference attribute contains CLTESTPINEW. Some users in the compliance team copied and pasted the link from a test case and sent it to customers. In this scenario you should send the information/xml document to Linda to see if it is possible to identify the case reference from the Direct ID portal.